Medevac Specialist

International Medical Group; United Kingdom; À distance; GBP 29 000 - 31 000; Plein temps

Avantages offerts par ce poste

Remote working

Dental cover

Health cash plan

Pension scheme

Death in service

Volunteer days

Birthday off

Holiday allowance

Résumé du poste

International Medical Group in the United Kingdom is seeking a Critical Care & Transport Case Manager to coordinate overseas travel insurance cases, including evacuations and repatriations, with the medical team and providers across international operations. This remote role offers a 4 on, 4 off pattern and a pathway to develop expertise in insurance and healthcare.

The role supports mentoring of junior Case Managers and requires handling high-value, sensitive cases with empathy in a fast-paced,

Qualifications

• 2+ years claims or case management experience
• 3+ years customer service experience (contact centre preferred)
• Strong communication with a professional, empathetic approach
• Ability to manage complex, sensitive situations under pressure
• Excellent organisational and decision-making skills

Responsabilités

• Manage complex overseas travel insurance cases (evacuations, repatriations, critical care)
• Collaborate with medical professionals, third-party providers, and internal stakeholders
• Maintain clear, professional communication with all parties
• Ensure SLAs and KPIs are met
• Update cost projections and review transportation invoices
• Support with customer service and pharmaceutical cases as needed
• Identify escalation risks and contribute to service improvements
• Provide guidance and mentoring to junior team members

Connaissances

2+ years claims/case management

3+ years customer service

Description du poste

Critical Care & Transport Case Manager

Working Model: Remote
Salary:£28,500 - £31,000 + comprehensive benefits
Working Pattern: 4 on, 4 off
Are you ready to take the next step in your career and make a meaningful impact? We’re looking for a Critical Care & Transport Case Manager to join our expert team, supporting members around the world during complex and critical situations.

This is a unique opportunity to work in a fast-paced, internationally focused environment, managing high-value and sensitive cases while developing your expertise within the insurance and healthcare space.

About the Role

In this role, you’ll take ownership of complex overseas travel insurance cases which will involve coordinating evacuations, repatriations, and critical care scenarios.Working closely with our Medical Team, third-party providers, and internal stakeholders, you’ll ensure cases are managed efficiently, professionally, and with empathy.

You’ll also play a key role in supporting and mentoring junior Case Managers, contributing to team development and service excellence.

This is a highly rewarding role where your work directly impacts people during some of their most critical moments.

Key Responsibilities

• Manage complex cases including:

  • Medical evacuations and repatriations (commercial and air ambulance)
  • Intensive care and high-dependency admissions
  • Long-term inpatient cases (9+ days)
  • High-risk country admissions and private hospital evacuations
  • Repatriation of mortal remains

• Collaborate with medical professionals to review and manage ongoing cases

• Maintain clear, professional communication with all stakeholders

• Ensure all service level agreements (SLAs) and key performance indicators (KPIs) are met

• Accurately update financial reserves and cost projections

• Review and approve transportation invoices, ensuring accuracy and timely payments

• Support with customer service and pharmaceutical cases when required

• Identify and escalation risks, issues, or service improvements

• Provide guidance, coaching, and support to junior team members

What We’re Looking For

• Experience in claims handling, case management, or a high-paced customer service environment
  • 2+ years claims/case management experience, OR
  • 3+ years customer service experience (contact centre preferred)
• Strong communication skills with a professional, empathetic approach
• Ability to manage complex, sensitive situations under pressure
• Excellent organisational and decision-making skills
• A proactive and team-oriented mindset

Desirable:

• Experience in insurance, healthcare, or assistance environments
• Knowledge of claims processes and policy interpretation
• Additional language skills

Working Pattern

• Training: Monday - Friday, 09:00 - 17:30
• Post-training transition: 5 on / 2 off (including approx. 1 in 3 weekends) with shifts between 08:00 - 20:30
• After probation: 4 on / 4 off, 08:00 - 20:00

What We Offer

• Fully remote working
• Structured training and ongoing support to help you succeed
• Opportunity to gain experience within international private medical insurance
• A collaborative, professional, and supportive working environment

Benefits Package

• Bupa dental cover to support your oral health
• Health Shield cash plan (including optical and everyday healthcare)
• Comprehensive travel insurance for added peace of mind
• Royal London pension scheme to support your future
• Death in service benefit for financial protection
• Paid volunteer days to give back to causes that matter to you
• Birthday day off + Christmas Eve off
• 22 days holiday + 8 bank holidays (increasing to 30 days with tenure, pro-rated depending on shift pattern)

Why Join Us?

You’ll be joining a team of experienced, supportive, and dedicated professionals, with real opportunities to learn, grow, and advance your career.

At IMG, we’re committed to helping you realise your potential - whether you’re looking to advance your career or take on a new challenge, this is the place to do it.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.